At DolarApp, we work tirelessly to maintain a secure environment and protect our users. For this reason, some accounts may occasionally be reviewed. This typically happens when we need more information regarding the use of an account. Here’s everything you need to know and how to restore access.
What Does It Mean When an Account Is Under Review?
When your DolarApp account is under review:
Operations like card payments, top-ups, and transfers will be temporarily suspended.
Your balance will remain secure during the process.
What Happens When an Account Is Under Review?
We will contact you to verify the necessary information and restore full access. This may include:
Submitting additional documents.
Providing specific details about recent transactions.
What Should You Do If Your Account Is Restricted?
Follow these recommendations:
Review the instructions:
Read the email sent by our team and follow the indicated steps.Provide the necessary documents:
Verify your identity or confirm specific transactions.
Update any expired documents, if required.
Upload clear and valid documents directly from the app.
Documents related to recent transactions:
Keep any proof requested by our team on hand.
Contact support:
If you have additional questions, email us at kyc@dolarapp.com or use the in-app chat.
What Happens with Your Balance?
Your balance is safe: It will remain protected while your account is under review.
Access restored quickly: Once the verification process is complete, you will have full access again.
Response Time
First response: Within 24 hours of your account being put under review.
Case resolution: In most cases, restrictions are lifted within 1 business day after receiving all necessary documentation.
If more time is needed, our compliance team will keep you informed.
What Happens If You Cannot Provide the Required Documentation?
If you do not provide the requested information:
Refund of your balance: Your balance will be sent to the bank accounts you used to top-up your DolarApp account.
Permanent loss of access: You will no longer be able to use DolarApp, as per our terms and conditions.
Pending Outgoing Transfers
If you made a transaction on the same day your account was placed under review:
Refund to balance: The transaction will be returned to your balance.
Retry later: You can restart the transaction once your account is restored.
How to Contact Support?
By email:
Write to kyc@dolarapp.com for any inquiries.By chat:
Access chat from the app:Open your DolarApp and tap on the Profile section.
Select Support to get immediate assistance.